Customer support agent job description
A complete template to copy: duties, requirements, hours and pay. Replace the parts in [square brackets], or fill them in with the generator.
The template
Customer support agent (remote) About us [Company] is [one line on what you do and who for]. We're looking for a customer support agent to answer our customers by email and chat, quickly and kindly. What you'll do - Email and live chat replies - Help desk tickets in tools like Zendesk, Gorgias or Freshdesk - Refunds, returns and order tracking - Saved replies and help articles for common questions - Passing bugs and billing problems to your team - Covering nights and weekends in your time zone What you'll need - Excellent written English with a warm, clear tone - One or more years in customer support, ideally email or chat - Experience with a help desk like Zendesk, Gorgias, Freshdesk or Help Scout - Calm under pressure, and good at turning an upset customer around - Fast, accurate typing for live chat - Careful notes on every ticket Nice to have - Online store support: orders, returns and refunds - Writing help centre articles - A second language our customers speak Hours and time zone [20 or 40] hours a week, overlapping [your time zone] business hours for at least [3] hours a day. Pay [Your rate: an hourly range or a monthly amount], paid [monthly] by [bank transfer, Wise or PayPal]. How to apply Send a short note on why this role fits you, two examples of similar work, and the hours you can reliably cover. We reply to everyone.
What to pay a customer support rep
- Freelance rate, worldwide
- $10–19/hr
Typical range for customer service reps on past Upwork contracts. Upwork (opens in a new tab), checked Oct 2026
- Full-time salary in the Philippines
- $400–900/month
Beginner $400–600 to expert $700–900, as workers report them. OnlineJobs.ph salary guide (opens in a new tab), updated April 2026
- US employee wage, median
- $21.53/hr
Customer service representatives, $44,770 a year. US Bureau of Labor Statistics (opens in a new tab), May 2025 data
Tips for this job ad
- Give your current ticket volume and channels so people can judge the workload.
- Paste one real customer email, with names removed, for them to answer when they apply.
- Say whether weekends or public holidays are part of the shift.
Questions to ask in the interview
All 25 customer service interview questions- 1
A customer is upset that their order is late and wants a refund now. What do you say first?
A good answer: They acknowledge the problem, check the facts before promising anything, and say what happens next and when.
- 2
How do you answer a question you don't know the answer to?
A good answer: They say they'll find out, check the help docs or ask a teammate, and come back with an answer instead of guessing.
- 3
How do you keep your replies careful when you're handling a lot of conversations in a day?
A good answer: Saved replies they adapt to each person, notes on each ticket, and a habit of rereading before they send.
Questions about hiring a customer support rep
Still unsure? Contact us. A person reads every message.
Keep reading
- Hiring a customer support repWhat a customer support rep does, what they cost and how we test them.
- 25 customer service interview questionsGrouped, with what a good answer shows and the red flags.
- Customer support outsourcing for small businessA dedicated remote support rep costs $10 to $19 an hour on Upwork, or $400 to $900 a month full-time in the Philippines. Options, hours and a 30-day plan.
- How much does a virtual assistant cost in 2026?A full-time virtual assistant costs about $480 to $2,000 a month hired direct in the Philippines, or $999 and up through an agency. Rates by country and role.
- Virtual assistant cost calculatorMonthly cost by role, country, hours and how you hire, from published rates.
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